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Director of Customer Support

1 month ago
United States
Full-time
Executive
Customer Support
Customer and Technical Support
Apply Now
Rxvantage

Rxvantage

RxVantage is a software company that provides cloud-based solutions to improve communication between medical providers and companies, streamline scheduling, and enhance patient care outcomes. Their platform connects healthcare providers with life scien...

Internet Software & Services
51-250
$3M raised
View All Jobs 11

Description

  • Lead, mentor, and develop a high-performing Customer Support organization and front-line managers to run predictable day-to-day operations.
  • Build and maintain onboarding, training, and certification programs and define clear roles, escalation paths, performance expectations, and career progression.
  • Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone) and standardize ticket intake, triage, prioritization, escalation, and resolution workflows.
  • Define, enforce, and report on SLAs, incident response procedures, and service level targets (first response, resolution times, backlog health, ticket aging).
  • Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery and drive staffing and coverage decisions.
  • Assess current-state processes, design future-state workflows, and implement operational improvements to reduce friction, eliminate redundancy, and scale efficiently.
  • Implement automation and AI-driven workflows and execute a knowledge base/self-service strategy to increase ticket deflection and reduce repetitive work.
  • Analyze support data to identify recurring issues, partner with Product to eliminate root causes, and serve as the internal voice of support to advocate for product/process improvements.
  • Establish and own Customer Support KPIs and provide regular reporting to leadership on performance, capacity, risks, and trends.

Requirements

  • 2–5 years of experience leading Customer Support or Technical Support teams in SaaS or technology environments.
  • Proven success running high-volume support operations with strong operational discipline and measurable improvements in efficiency and predictability.
  • Deep experience with ticketing platforms, automation tools, and support analytics.
  • Deep proficiency in modern cloud-based phone systems (Zoom Phone or similar), including call routing, tier/queue configuration, and reporting.
  • Demonstrated ability to improve efficiency, predictability, and customer experience simultaneously.
  • Strong operational and workflow leadership with a track record of applying best practices to improve scalability and consistency.
  • Strong leadership, communication, and change management skills.
  • Data-driven mindset with excellent analytical and problem-solving abilities.
  • Experience in MedTech or HealthTech is a plus.

Benefits

  • Competitive salary
  • 100% company-paid employee medical premiums (HDHP 4500), vision, and dental plans, plus a $4,400 company contribution to an HSA
  • Short-term and long-term disability coverage
  • Life insurance
  • 401(k) matching
  • Work from anywhere within the U.S. (remote) and flexible PTO
  • 100% paid parental leave
  • Post-parental support: $5,000 stipend and a 4-week 100% paid ease-back transition period, plus charitable donation matching

Interested in this position?

Apply directly on the company website

Apply Now

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